Placing an outbound call "on behalf" of a user

Platform API .NET SDK
1

I have a use case where I want to place an outbound call. The agent would be logged into Genesys Cloud in their browser as normal (i.e. not logged in through a dedicated app I've built) using a WebRTC phone. My app will be running parallel remotely, and I want to automate placing an outbound call on their behalf, to a number I define (or "bridging" them in to the call immediately after it is placed?).

I know there is the PostConversationsCalls method but if I try to use this, it requires my app to be authorised with a user context (I'm using client credentials).

I don't desperately want to rework my app or create something different for this purpose (primarily because I really struggled and couldn't figure out the Implicit Grant method with WPF), but, is that my only option? Or is there some convenient workaround I could use here?

2

Hello,

There's currently no support for your use case. Your only option is to to use an OAuth method with a user context. You are always welcome to share your use case on the Genesys Ideas Portal here: https://genesyscloud.ideas.aha.io/

Best

3

You could use a campaign to dial a call out on behalf of the system, and place it into a queue with the agent's ID specified as a 'preferred agent' and then have them set for auto-answer on ACD calls so that they get immediately bridged into the call as the customer picks up, or after you play a short message to the customer.

4